Customer Success Associate

Job Description

• Reporting to the Customer Service Manager, helping to deliver a world-class Customer Service program for SFV attendees.
• Manage Customer Service Systems :
• Manage the customer service inbox, which receives both digital and physical show queries.
• Balance inbound / outbound omnichannel (phone / chat / email) volume.
• Support CS Lead with the managing program logistics pre- and post-show as well as onsite support.
• Update, organize and distribute template letters for all Customer Success Team Members including Exhibitor documents (Welcome Letter, Move in Letter, Move Out Letter etc.) for each event.
• Maintain all on site form templates with updated dates and logos for each event.
• Handle any post show issues.
• Address customer escalations quickly and effectively.
• Represent the Voice of the Customer and provide key feedback to the Customer Service Manager on customer experience.

Qualifications

• 1-2 years of customer service, administrative support, or systems support
• Experience with Salesforce, Zendesk, Fresh Desk, or similar software.
• Omni-channel contact center system experience with reporting capability
• Impeccable interpersonal skills -you are friendly, compassionate, a good listener, and can relate to anyone.
• You have strong attention to detail and excellent written and verbal skills - you're able to articulate yourself in a clear and concise manner, even during escalated interactions.
• You have a customer-centric mentality, can empathize and diffuse difficult situations.
• Quickly learn and adapt to new systems.
• Highly organized and detail-oriented, with excellent ability to balance multiple projects at once, giving priority whereitis needed.
• Comfortable working across multiple systems and working in a deadline-driven environment.
• Excellent communication skills, both verbal and written
• Effective interpersonal skills and relationship-building skills
• Flexible schedule with ability to travel to boat shows throughout the tri-county area.
• College degree or equivalent work experience

Additional Information

Why work at Informa

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us.

But don’t just take our word for it see what our colleagues have to say at

Our benefits include :

• Freedom & flexibility : colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community : a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact : take up to four days per year to volunteer, with charity match funding available too
• Career opportunity : the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning.

When it’s time for the next step, we encourage and support internal job moves

• Time out : 15 days PTO, rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, parental leave, and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world
13 days ago